Workday Client Success Manager - AMS

Huron Consulting Services•Chicago, IL

About The Position

The Application Managed Services (AMS) Workday Client Success Manager leads client relationships, service delivery, and team performance across Workday AMS engagements. The role serves as a trusted client advisor, ensuring contractual commitments, service level agreements (SLAs), and business outcomes are met while identifying opportunities for optimization, growth, and continuous improvement. The manager oversees end-to-end managed services delivery, monitors service performance and risks, coordinates staffing and workload, and supports commercial activities such as renewals and expansions. The role also prepares and presents performance and financial reporting to clients and internal stakeholders.

Requirements

At least 5 years of experience administering, supporting, or managing cloud-based enterprise application systems.
Strong understanding of managed services delivery models, service level agreements (SLAs), and ITIL frameworks.
Demonstrated experience supporting client engagements, account management, renewals, and RFP responses in a professional services or consulting environment.
Excellent communication and interpersonal skills, with the ability to build trusted relationships with clients and internal stakeholders.
Bachelor’s degree in business administration, Information Technology, or a related field, or equivalent practical experience.

Nice To Haves

Workday implementation and/or post-implementation experience, such as managed services, AMS, optimization, or support.
Workday certification(s) in functional and/or technical areas.
ITIL or other relevant service management certifications.

Responsibilities

Serve as the primary point of contact and escalation for managed services clients, building trusted, long-term partnerships.
Advise clients on Workday best practices, new features, releases, and optimization opportunities.
Lead client governance activities, including regular check-ins, Quarterly Business Reviews (QBRs), and roadmap discussions aligned with client business objectives.
Oversee end-to-end delivery of Workday managed services engagements, ensuring adherence to SLAs, quality standards, and contractual obligations.
Monitor service performance metrics, including response times, service uptime, backlog health, and customer satisfaction, and proactively address risks or deviations.
Ensure appropriate resourcing, workload balancing, and skills alignment to meet client and contractual needs.
Support RFP responses, renewals, expansions, Statements of Work (SOWs), and change orders related to managed services.
Partner with sales, account leadership, and legal teams to align contracts with delivery capabilities and client expectations.
Prepare and present regular performance and financial reports to clients and internal stakeholders, highlighting key metrics, outcomes, and improvement areas.